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Who is Next to Marry after Genesys+ININ?

Genesys and Interactive Intelligence have merged but which companies are next, and what are the business pressures leading to industry M&As
Categories Tags The Genesys Interactive Intelligence deal announced last week has opened the door to speculation about other possible M&As.  After all, business romances bloo… http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

Improving the Customer Experiences’ First & Last Miles/Kms

High quality Customer Experiences depends on how easily customers navigate the first and last miles of kilometers (kms) of their buying journeys, from initial engagements to products’ receipt. With today’s businesses facing highly competitive markets and …
Categories Tags High quality Customer Experiences depends on how easily customers navigate the first and last miles of kilometers (kms) of their buying journeys, from initial … http://digitaltransformation.frost.com/expert-insights/viewpoints/improving-customer-experiences-first-last-mileskms/

Digitally Transforming Customer Care

Artificial intelligence in customer care is changing the face of customer service.
Categories Tags Providing positive and profitable customer experiences means nurturing customer relationships that unfold across time and channels. Productive customer interac… http://digitaltransformation.frost.com/expert-insights/viewpoints/digitally-transforming-customer-care/

The Growing Challenges in Recruiting/Retaining Staff to Deliver Quality CX

Every employee provides and/or supports their companies’ efforts to deliver a superior Customer Experience (CX). For without customers there are no sales, employers, and jobs. This goes, naturally enough, for customer-facing front-line staff. But it also…
Categories Tags Every employee provides and/or supports their companies’ efforts to deliver a superior Customer Experience (CX). For without customers there are no sales, empl… http://digitaltransformation.frost.com/expert-insights/viewpoints/growing-challenges-recruitingretaining-staff-deliver-quality-cx/

Webinar invitation

Invitation to a Frost & Sullivan Webinar entitled: Service Reliability of IP-based Communications is not Optional
Categories Tags Real-time communication services are moving to IP-based networks, the Internet. Driven by several user and technology trends, performance reliability for real-… http://digitaltransformation.frost.com/expert-insights/viewpoints/webinar-invitation/

Microsoft LinkedIn Deal May Force Facebook and Salesforce Together

Microsoft's (MSFT) $26 billion acquisition of LinkedIn has the potential of giving Microsoft Dynamics CRM a powerful leg-up on Salesforce (and on Oracle and SAP)
Categories Tags Microsoft's (MSFT) $26 billion acquisition of LinkedIn has the potential of giving Microsoft Dynamics CRM a powerful leg-up on Salesforce (and on Oracle and SA… http://digitaltransformation.frost.com/expert-insights/viewpoints/microsoft-linkedin-deal-may-force-facebook-and-salesforce-together1/

Privacy is a Myth!

This blog talks about some of the ways in which data is generated about consumers, and how it can be used to deliver relevant ads to consumers.
Categories Tags The title of this blog will raise many eyebrows. After all, don’t we all cherish our privacy? We don’t want people or organizations to obtain information about… http://digitaltransformation.frost.com/expert-insights/viewpoints/privacy-myth/

Product/Service Quality, Not Necessarily Customer Service, is Key to CX

Businesses have to focus on delivering excellent Customer Experiences to grow and survive. But they should prioritize on ensuring product and service quality first then on customer service and support and voice of customer.
Categories Tags Delivering an excellent Customer Experience (CX) has become paramount for businesses’ customer and revenue retention, profits, and ultimately survival. But the… http://digitaltransformation.frost.com/expert-insights/viewpoints/productservice-quality-not-necessarily-customer-service-key-cx/

Earth Day: To Save the Planet, End the Subsidies That Impede Innovation

Environmental destruction and climate change continues to occur. The UN Paris Agreement is a key first step, but to make real change environmental destruction subsidies must end. That will prompt stronger demand for innovative green solutions and best pra…
Categories Tags There continues to be waves of environmental and particularly climate change bad news.  This past March was the warmest on record, according to the National Oc… http://digitaltransformation.frost.com/expert-insights/viewpoints/earth-day-save-planet-end-subsidies-impede-innovation/

Takeaways from Huawei Global Analyst Summit 2016

Summary of Huawei Global Analyst Summit 2016 - by ICT Industry Principal Alaa Saayed.
Categories Tags Earlier this month, I had the pleasure to attend Huawei’s global analyst summit which was held in the modern metropolis of Shenzhen, in Southeast China. Th… http://digitaltransformation.frost.com/expert-insights/viewpoints/takeaways-huawei-global-analyst-summit-2016/

Social Customer Service is Withering. Long Live the Social Customer Channel

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
Categories Tags Social media as a customer care channel had its coming out party in 2011-2012 when numerous contact center vendors announced an initial wave of solutions.  The… http://digitaltransformation.frost.com/expert-insights/viewpoints/social-customer-service-withering-long-live-social-customer-channel/

Paying for Environment Use to Drive Tech-Oriented Smart Growth

Climate change and environmental destruction are threatening the planet, but there does not seem to be adequate mechanisms to encourage businesses and consumers to make sustainable choices. But there may be some potential solutions.
Categories Tags There is a growing drumroll of reports that are pointing to an inevitable climate change crisis.  A new report, “Attribution of Extreme Weather Events in the C… http://digitaltransformation.frost.com/expert-insights/viewpoints/paying-environment-use-drive-tech-oriented-sustainable-smart-growth/

Conduit Global: A Hidden BPO Gem

Principal Analyst Michael DeSalles, specializing in customer experience, uncovers a "hidden BPO gem" nestled in the heart of San Antonio's bustling customer care industry.
Categories Tags It’s no secret that I really love my job. One of the most rewarding things that I have found in my work as an Analyst in the contact center space, is finding c… http://digitaltransformation.frost.com/expert-insights/viewpoints/conduit-glbal-hidden-bpo-gem/

How to control the unstoppable?

The recent events regarding user data privacy in Brazil, as a consequence of Whatsapp's blockeage demand by the gorvernment on December 2015, bring about a much broader topic. How far does the freedom of speech, internet neutrality or the free use of the …
Categories Tags Are we discussing how to stop Neymar or Messi? No, we are talking about the essence of everything we do today: the Internet, but specifically in Brazil. On Jun… http://digitaltransformation.frost.com/expert-insights/viewpoints/how-control-unstoppable/

Finally Speech Recognition has its Day – Digital Transformation and Customer Care

Speech Technologies have now become a trusted enabler in the potential for digital transformation of the Customer Experience
Categories Tags For those of you who are speech geeks like me and lived through the late 1980’s and early 90’s in awe of speech-enabling an Interactive Voice Response (IVR) un… http://digitaltransformation.frost.com/expert-insights/viewpoints/finally-speech-recognition-has-its-day-digital-transformation-and-customer-care/

Overcoming the Challenges with Providing Truly Omnichannel Retail Customer Service

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
Categories Tags Of the customer contact channels, the most prevalent is still in-store B2C and B2B retail.  But it is also is the most difficult channel to integrate voice and… http://digitaltransformation.frost.com/expert-insights/viewpoints/overcoming-challenges-providing-truly-omnichannel-retail-customer-service/

Movers & Shakers with Dr. Stu Elby, Infinera

Fireside chat with Dr. Stu Elby, SVP for Cloud Network Strategy and Technology at Infinera and ex-VP and Chief Technologist of Verizon Labs.
Categories Tags By Ronald Gruia, Director Emerging Telecoms, Frost & Sullivan   We were honored to have a chat with Dr. Stu Elby, SVP for Cloud Network Strategy and Technol… http://digitaltransformation.frost.com/expert-insights/viewpoints/movers-shakers-dr-stu-elby-infinera/

Digital Channels Are Driving Customer Contacts to the Cloud

More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.
Categories Tags Customer contact centers will continue to lift their solutions to the cloud. A new Frost & Sullivan research report, North America Hosted/Cloud Contact Center … http://digitaltransformation.frost.com/expert-insights/viewpoints/digital-channels-are-driving-customer-contacts-cloud/

The Thirst for Power: Is Electric Liberation any Closer?

Humans have always had a thirst for power – while political and economic supremacy is still a goal for some, most of us are happy just getting enough juice just to keep our gadgets running.
Categories Tags Humans have always had a thirst for power – while political and economic supremacy is still a goal for some, most of us are happy just getting enough juice jus… http://digitaltransformation.frost.com/expert-insights/viewpoints/thirst-power-electric-liberation-any-closer/

Careful Application of Big Data Analytics to Prevent and Solve Crimes

Law enforcement organizations can greatly benefit from Big Data Analytics, but they must be very careful in how they apply them. They can learn lessons from customer contact organizations.
Categories Tags The dark satirical Orwellian 1984-evoking movie Brazil graphically, if black-humorously, illustrates the consequences of bad data in law enforcement. There is … http://digitaltransformation.frost.com/expert-insights/viewpoints/careful-application-big-data-analytics-prevent-and-solve-crimes/